Need to create new scrip

RT Users
1

I need to create a new scrip to perform a non-standard action on a
non-standard condition. How do I create these actions and conditions?
Unfortunately, the external doc is still blank on this topic.

I took a peak at contrib and might have an idea with the QueueChange
condition, but I’ve less of an idea with actions. Still, there are keys to
hashes referenced in QueueChange whose possible values I’ve no idea.

Thanks,
Christian

Christian Gilmore
Team Lead
Web Infrastructure & Tools
IBM Software Group

2

have you taken a look at the perldoc for RT::Condition::Generic?

What are you trying to do, specifically?On Wed, Oct 03, 2001 at 03:59:56PM -0500, Christian Gilmore wrote:

I need to create a new scrip to perform a non-standard action on a
non-standard condition. How do I create these actions and conditions?
Unfortunately, the external doc is still blank on this topic.

I took a peak at contrib and might have an idea with the QueueChange
condition, but I’ve less of an idea with actions. Still, there are keys to
hashes referenced in QueueChange whose possible values I’ve no idea.

Thanks,
Christian

Christian Gilmore
Team Lead
Web Infrastructure & Tools
IBM Software Group

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http://lists.fsck.com/mailman/listinfo/rt-users

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3

I’ll take a look, thanks!

I’m trying to build in a basic approval system. Tickets to a certain queue
are now requiring management approval on both sides (my management and the
requestor’s management). I’m thinking of the following scrips:

CONDITION ACTION TEMPLATE
OnCreate GiveToApprover ApprovalRequired
OnGiveFromApprover NotifyRequestorManager ApprovalRequired

CONDITIONS

OnGiveFromApprover is simple enough in its idea: when the member of the
Approver group (locally created) gives a ticket away, trigger an action.

ACTIONS

GiveToApprover is simple enough in its idea: give the ticket to the
individual in the Approved group.

NotifyRequestorManager is more difficult: identify the requestor’s manager
(either through external lookup such as LDAP or in a yet-to-be-created
manager field in the user’s record); create, if necessary, the manager
account in RT; then send mail with the appropriate template to the
requestor’s manager.

TEMPLATES

ApprovalRequired is much like transaction except it includes more
management fluff.

On a semi-separate question, when mail comes in multi-part MIME, the
transaction template ends up with blank content (the RT lines are still
there, but the body of the request is blank).

Regards,
Christian

4

I did up a scrip for ‘OnCreate AutoAssign’ which gave a ticket to a random user on creation.
That might be a good place to start.

You can find it at ftp.fsck.com/pub/contrib/2.0/AutoAssign or something.
It was written for the rt-scrips tool thats there, to let you install it easily, but that hasn’t really been tested.

-Feargal.“Christian Gilmore” cgilmore@tivoli.com wrote:

CG> I’ll take a look, thanks!
CG>
CG> I’m trying to build in a basic approval system. Tickets to a certain queue
CG> are now requiring management approval on both sides (my management and the
CG> requestor’s management). I’m thinking of the following scrips:
CG>
CG> CONDITION ACTION TEMPLATE
CG> ----------------------------------------------------------------
CG> OnCreate GiveToApprover ApprovalRequired
CG> OnGiveFromApprover NotifyRequestorManager ApprovalRequired
CG>
CG>
CG> CONDITIONS
CG>
CG> OnGiveFromApprover is simple enough in its idea: when the member of the
CG> Approver group (locally created) gives a ticket away, trigger an action.
CG>
CG>
CG> ACTIONS
CG>
CG> GiveToApprover is simple enough in its idea: give the ticket to the
CG> individual in the Approved group.
CG>
CG> NotifyRequestorManager is more difficult: identify the requestor’s manager
CG> (either through external lookup such as LDAP or in a yet-to-be-created
CG> manager field in the user’s record); create, if necessary, the manager
CG> account in RT; then send mail with the appropriate template to the
CG> requestor’s manager.
CG>
CG>
CG> TEMPLATES
CG>
CG> ApprovalRequired is much like transaction except it includes more
CG> management fluff.
CG>
CG>
CG> On a semi-separate question, when mail comes in multi-part MIME, the
CG> transaction template ends up with blank content (the RT lines are still
CG> there, but the body of the request is blank).
CG>
CG> Regards,
CG> Christian
CG>
CG> > -----Original Message-----
CG> > From: rt-users-admin@lists.fsck.com
CG> > [mailto:rt-users-admin@lists.fsck.com]On Behalf Of Jesse Vincent
CG> > Sent: Wednesday, October 03, 2001 4:34 PM
CG> > To: cag@us.ibm.com
CG> > Cc: RT Users Mailing List (E-mail)
CG> > Subject: Re: [rt-users] Need to create new scrip
CG> >
CG> >
CG> > have you taken a look at the perldoc for RT::Condition::Generic?
CG> >
CG> > What are you trying to do, specifically?
CG> >
CG> >
CG> > On Wed, Oct 03, 2001 at 03:59:56PM -0500, Christian Gilmore wrote:
CG> > > I need to create a new scrip to perform a non-standard action on a
CG> > > non-standard condition. How do I create these actions and
CG> > conditions?
CG> > > Unfortunately, the external doc is still blank on this topic.
CG> > >
CG> > > I took a peak at contrib and might have an idea with the QueueChange
CG> > > condition, but I’ve less of an idea with actions. Still,
CG> > there are keys to
CG> > > hashes referenced in QueueChange whose possible values I’ve no idea.
CG> > >
CG> > > Thanks,
CG> > > Christian
CG> > >
CG> > > -----------------
CG> > > Christian Gilmore
CG> > > Team Lead
CG> > > Web Infrastructure & Tools
CG> > > IBM Software Group
CG> > >
CG> > >
CG> > > _______________________________________________
CG> > > rt-users mailing list
CG> > > rt-users@lists.fsck.com
CG> > > http://lists.fsck.com/mailman/listinfo/rt-users
CG> > >
CG> >
CG> > –
CG> > http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.
CG> >
CG> > _______________________________________________
CG> > rt-users mailing list
CG> > rt-users@lists.fsck.com
CG> > http://lists.fsck.com/mailman/listinfo/rt-users
CG> >
CG>
CG>
CG> _______________________________________________
CG> rt-users mailing list
CG> rt-users@lists.fsck.com
CG> http://lists.fsck.com/mailman/listinfo/rt-users
CG>

Feargal Reilly,
Systems Administrator,
The CIA.

5

On a semi-separate question, when mail comes in multi-part MIME, the
transaction template ends up with blank content (the RT lines are still
there, but the body of the request is blank).

the templates got updated with 2.0.7 or 2.0.8. you might want to look
at the $Transaction->Content method.

-j

Regards,
Christian

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Jesse Vincent
Sent: Wednesday, October 03, 2001 4:34 PM
To: cag@us.ibm.com
Cc: RT Users Mailing List (E-mail)
Subject: Re: [rt-users] Need to create new scrip

have you taken a look at the perldoc for RT::Condition::Generic?

What are you trying to do, specifically?

I need to create a new scrip to perform a non-standard action on a
non-standard condition. How do I create these actions and
conditions?
Unfortunately, the external doc is still blank on this topic.

I took a peak at contrib and might have an idea with the QueueChange
condition, but I’ve less of an idea with actions. Still,
there are keys to
hashes referenced in QueueChange whose possible values I’ve no idea.

Thanks,
Christian

Christian Gilmore
Team Lead
Web Infrastructure & Tools
IBM Software Group

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

rt-users mailing list
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rt-users mailing list
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http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.